ComplaintsforFeazel

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Urgent Request for Remediation of Unresolved Damages at **** ********* ****** ***** ***** *** *****  Dear Feazel Roofing Management, I am writing to express my deep concern and seek immediate action regarding unresolved damages caused by the installation services your company provided for our home at **** ********* ****** ***** ***** *** ******  Firstly, I appreciate your team's prompt response in fixing the improperly installed vents, which was one of the primary issues we faced. However, I must bring to your attention a critical matter that remains unaddressed. The incorrect installation of these vents led to a significant leak, resulting in noticeable staining on the ceiling of our master bedroom. While your team did address the leak, the stain damage, unfortunately, still lingers as a reminder of this oversight. I understand that unforeseen complications can arise in any construction or installation project. Nonetheless, it is the responsibility of the service provider to ensure that all aspects of the job are completed to the customer's satisfaction, particularly when the issue at hand is a direct result of the service provided. The ceiling stain is not merely a cosmetic issue but also a constant concern affecting the ambiance and aesthetic of our living space. It has been disheartening to see this issue remain unresolved since the beginning of last summer. The delay in addressing this matter has caused not only inconvenience but also growing frustration. As loyal customers, we had placed our trust in the quality and reliability of Feazel Roofing's services. It is disappointing to find this trust strained under the current circumstances. Therefore, I kindly request that your team take immediate action to repaint the ceiling of our master bedroom, remedying the stain damage caused by the initial installation error. This action will not only resolve the current issue but also reinforce the trust and confidence we have in your company's commitment to customer satisfaction and service excellence. We would appreciate your prompt attention to this matter and look forward to a swift resolution. Please feel free to contact me directly to discuss further details or arrange a suitable time for the remediation work to commence. Thank you for your understanding and cooperation in this matter. Sincerely, ****** ** ******** ******************* ************ 

  

  Business response

  01/16/2024

  We will be reaching out to the customer to set up a time to paint the ceiling in concern.

  Customer response

  01/16/2024

  Thank you for your prompt response and willingness to address the issue at our property at **** ********* ****** ***** ***** *** ****3. We appreciate your commitment to customer satisfaction and are pleased to accept your proposal to repaint the ceiling in our master bedroom.

  In addition to the ceiling repair, we kindly request that your team conducts a thorough re-inspection of the vents on our rooftop. As these were the initial cause of the ceiling damage, we want to ensure that they are now firmly installed and fully compliant with city codes. This re-inspection will provide us with peace of mind and further demonstrate your dedication to the quality of your workmanship.
  

  Please let us know a convenient time for both the painting and the vent inspection. We look forward to your team's visit and the successful resolution of these issues.

  Thank you once again for your understanding and prompt action in this matter.

  Sincerely,
  
  ****** ********

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/25 I had storm damage to my roof and called my insurance company and then Feazel for an estimate. Mark D. from Feazel came and took a sample shingle to be sent to Itel for insurance purposes. After numerous calls to Mark to find out the status, I scheduled a new roof, fearing further damage to my house. My roof was installed on 6/29, and I received a bill shortly after. I called billing and explained I hadn’t received the info from Itel yet. After many calls to Feazel, Mark finally called me on 9/5 and said he had the Itel info and, unfortunately, there was a match. I have since been told by a roofer that none of what I experienced is proper protocol and the report from Itel did not indicate a match. I have been told by every Feazel employee that I spoke with that I was not treated well. TJ told me he would work with my insurance and if there was no success, they would comp the cost of the roof. He said I would love him when this was done. I contacted TJ many times during September, October, and November for updates and was told he would get back to me. I have been ignored since. I called the Operations Manager at the beginning of December (I had also spoken to her previously) and she told me she would talk with TJ and have him contact me. I have not heard from anyone since. During the last 7 months, every person at Feazel that I have spoken with has indicated I have not been treated up to their standards, yet they continue to make promises and then ignore me.

  

  Business response

  12/19/2023

  Everything for your roof replacement has been sent to your insurers, *********  As previously explained, this unfortunately is a very slow process with all needing to wait for the insurance company. Our claims team has been trying to reach ******** to no avail.  This is unfortunately just a waiting process.  This will get approved and processed by ******** but this will come directly from them to you. 

  Customer response

  12/20/2023

  I am rejecting this response because:  the problem has not been resolved.
  
  Regards,
  
  **** ***********

  

  Business response

  01/23/2024

  We are still trying to settle this with the insurance company.  As soon as we have an answer, we will update.  It should not be that much longer.  Thank you for your consideration.

  Customer response

  03/17/2024

  Feazel has reimbursed me about 1/3 of what their mistakes have cost me and what they told me they would do for me.  It has been nearly a year and I will end this as it has been a horrible experience.  This company has been dishonest and irresponsible and at this point I just want to be done with them.  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I chose your company to do my roof because I felt the salesman was credible and felt that I was dealing with a reputable company. This was even though you were not the least expensive estimate. Roof installation was August 8,2023. Generally the install went well but when I was asked to look at the roof the next day I had two problems. 
  1.  A large dip in the roof on the rear of the house.
  2. Kitchen vent not connected allowing all the air to blow out into the attic.  
  
  The supervisor came and viewed and said it was a problem and there would probably be a small charge for some materials. I was already somewhat upset because the area involved had all the sheeting replaced and if someone had said something or taken action it could have been fixed during the install in 10 or 15 minutes and less than $20 in material. They arrived to do the fix with a small crew which was a red flag since a couple of guys could have fixed it. They tore out a huge area to repair, way beyond the affected area. They also spent a lot of time sitting and waiting for material. I had two bundles of shingles left from the first job and showed them where they were in the garage and told them to use them. They did not use. 

  
  During the repair we had a discussion with the lead person about the kitchen vent and what it would take to fix it. I then received a call from another supervisor that told me he was managing this "Train Wreck" and he discussed the vent and said he told his guy to not get another vent. I was offended that a job to repair what the crew should have done in the first place was considered a "train wreck". Also that the interest was not to fix the vent properly. Fortunately the crew did not follow directions and he returned with the proper vent and installed it correctly. 
  After the install I was contacted and told the price for the "repair that should have been done right the first time". I asked for a breakdown of materials and was given a very generic material and labor. I complained that I had two bundles of shingles that were not used and "Train Wreck" supervisor said the crew returned with a bundle of unused shingles so he took $500 off. I still felt I was wronged by not doing it right the first time. 

  
  Now on to another problem. I heard nothing about payment so I contacted ******** since I choose 18 months same as cash. They were waiting for Feazel to post the invoice. I was told I was not eligible for the $1000 discount since I choose the financing. I then received an invoice that demanded payment. I replied that I had chosen to the 18 month financing but if they wanted the money immediately they could take the $1000 off and I would pay using my home equity line of credit. Reply said they didn't know that and would forward it to the home office. I waited again. Then I received new documents from ******** stating the amount was now $19,000 even. This was confusing since the invoice I now had said $21,118.83. I called ******** again and asked about this. They said this was the approved amount. I asked if there was some reason that the amount did not cover the invoice. They asked the amount of the invoice and after a couple of minutes they said I was approved for $21,119. I thanked them and waited for Feazel to post the invoice. 

  
  On November 8, 2023 I received an email from ***** ***** asking me to activate my ******** account for $19,000. I asked why $19,000, is that the amount of the invoice. Her reply was "With your $500 credit, your balance due is $20,618.83. You were approved for a loan of $19,000. So you would have to pay $1,618.83 after the loan is processed." I asked for a copy of that invoice since it did not agree with what she stated. I also did not get an answer why the $19,000 instead of the full amount for which I have now been approved. She responded that she would have the sales rep contact me about the invoice. The sales rep will have little to do with the problems I have encountered. Deadline for ******** to receive the invoice is December 10, 2023 and the rate things are moving you will not make that date. 

  
  My opinion of your company is now in the tank as no one seems to know what is going on. The roof should have been done right the first time which would have spared me the extra cost. You should have fix the problems at no cost to me. 

  
  You should get your finance people to get up to date with what is going on. 

  
  Yours, 
  **** *****
  
  

  
  

  

  Business response

  11/16/2023

  We appreciate you providing us your feedback in detail.  Please know that we are looking into your concerns and one of our team members will be reaching out to you very soon. 

  Customer response

  11/20/2023

  I accept the business's response to resolve this complaint.  I was contacted by Feazel and I was given a discount off my invoice which I consider fair for both parties.  I  also was able to resolve the financing issue and the invoice was posted to the financing agent today.  I am very satisfied with the result.  Thank You
  Regards,
  
  **** *****

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced from Feazel about 20 months ago. About 3 months after the installation there was a leak that damaged the drywall in the garage and dining room. They came out and caulked the flashing against the brick. It fixed the problem until a week ago. The roof leaked in the same exact place again. A repair guy came out again and tried to blame the leak on the bricks causing the leak. But they recaulked the flashing again. If it was because of the brick why would they recaulk the flashing? Also they did not repair my damaged drywall. Another employee came out yesterday and gave me some excuse that it was caused by not having a gutter above said leak. The house is about 22 yrs old and it never had a roof leak until they installed the new roof. Now it leaked twice. One problem is that Feazel used the old flashing and by code they needed to replace the old flashing. The gentleman told me that they didn’t because the insurance would not have covered new flashing. But Feazel was required to replace it. I feel that I am getting the run around and Feazel is making excuses for shady work. I went with Feazel because of positive reviews for their customer service. If my issues are not resolved I will be posting my issues on every review site.

  

  Business response

  08/30/2023

  Thank you for providing your feedback and letting us know about this issue.  Please know that a team member will be reaching out to you so that we may address the concerns that you have. Thank you.

  Customer response

  09/03/2023

  I am rejecting this response because: I am happy with the response time for this complaint. Also Feazel informed me that they will replace the flashing and someone will call me to schedule. Nobody called and scheduled and feazel did not tell me how they are going to repair my drywall in the dining room and garage. 
  I feel that they would just like my complaint to go away but until they repair all the issues they have caused I will not be satisfied. 
  Regards,
  
  ***** ********

  

  Business response

  09/07/2023

  We have a team scheduled to come out and complete the repair tomorrow 9/8 first stop of the day.  We will see you then.  Thank you.

  Customer response

  09/17/2023

  I am rejecting this response because: Feazel did come replace the flashing and we are just waiting to see if it corrected the leak. They told me that after that they will come repair my damaged ceilings
  Regards,
  
  ***** ********

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Signed a contract with Mr J****** and were told the price "was just an estimate, you won't pay anything but your deductible". We have tried reaching out after the work was finished because we never got an itemized statement from feazel that we've asked for by phone, by email and by text. The only thing feazel responded with was the total that showed a discount of $500. We were to have gotten 2 discounts one for $500 and one for $1000. We submitted all the checks from our insurance to feazel but they say there's a balance for $2100. Which according to our records shouldn't exist. Again we've reached out 5 times about this with no response.

  

  Business response

  08/17/2023

  Our apologies for any confusion on your invoice.  That balance has been removed and no payment is needed at this time.  We appreciate your business and if there is anything additional we may assist with, please don't hesitate to reach out to us.  Thank you.

  Customer response

  08/18/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2022 Feazel’s began the process of installing our new roof, siding and gutters on our house and detached garage. This process has been nothing short of a nightmare that we are still dealing with today. The siding has been taken off and reinstalled in multiple places 3 times now. The siding is still not installed correctly. After 10 months of the run around we were given the option to either have them to send a crew out AGAIN or not pay for the siding. We have opted to have another company help us resolve the issues with the siding because we do not trust Feazel’s to try again with all the failed attempts and broken promises. Now on to the roof, as of now the shingles seem to be fine. However, the problem we are having with the roof is the front and rear apron flashing. This is the third attempt Feazel’s has made to “fix it.” The first time they put flashing on that was not long enough to cover the roofing nails on the shingles. The second time they bent their own flashing and installed on top of the first flashing with metal roofing screws. This caused the flashing to buckle and warp in multiple places. When they installed the apron flashing for the third time the j channel and siding are bowed out and no longer attached to our house. At this point, we were told that they refuse to install the apron flashing correctly because we opt to not allow them to fix all the siding. Atleast the first two attempts the siding was still attached to our house. All I want is for the front and rear apron flashing to be installed correctly and atleast have the siding attached to our house the way that it was prior to the third attempt. I don’t think that is unreasonable given what we have been put through the last 10 months. We have been pushed aside because we want things installed the proper and correct way. Just because we hoped to get a high quality of craftsmanship like they claim and advertise doesn’t mean we are just being “difficult.”

  

  Business response

  08/15/2023

  Thank you for providing your feedback and letting us know about the issues you have and are experiencing  We set a high standard for ourselves and are truly sorry to hear that standard was not met in our interaction with you. A member of our team will be reaching out to you shortly so that we may resolve the outstanding issues you brought to our attention.  Thank you, Feazel.

  Customer response

  08/28/2023

  I am rejecting this response because: the company reached out and we came up with a solution but we haven’t heard anything else since for scheduling and that was a week and a half ago. I will only approve to close this case once the issue is resolved on my house. 
  
  Regards,
  
  David Havidich

  

  Business response

  08/31/2023

  Good morning.  Our apologies for not getting back to you sooner. We would like to schedule this work to be done next Wednesday, September 6 at 8:00 am.  Please let us know if this time works for you. Thank you.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company on May 15th to look at roof replacement for an insurance claim and to investigate solar roofing. We went through the process of getting the insurance claim approved, and I committed to purchase the sonar at an agreed to price. The person I have been dealing with fir 3 months has promised me week after week that they were going to get the financing completed and would get back to me. He has refused to contact me as promised every week, and I always have to reach back out to him. Today he made more excuses for why he didn’t get back to me and suggested we should part ways while my roof needs repaired. I can’t think that this an an acceptable handling of a customer for a company that said they prided themselves on customer service.

  

  Business response

  08/11/2023

  Mr. ******, we appreciate you providing us this information.  Please know that we are looking into this and a member of our team will be reaching out to you shortly. Thank you.

  Customer response

  09/01/2023

  I am rejecting this response because: nobody has contacted me. This has been going on since May. 
  
  Regards,
  ***** ******

  

  Business response

  09/11/2023

  Good morning. After communication with you, we feel that it would be best for both parties for you to find another contractor that may assist you with your specific needs. Thank you.

  Customer response

  09/12/2023

  This does not resolve the issue. In our last phone conversation, you stated that the reason you wanted to move on is because I filed a complaint over a “people” issue with the BBB. That you didn’t even make a real mistake.  I have all the text messages between your sales staff and myself to justify exactly how bad I was treated that justified this complaint. Furthermore, when I stated that you treating me in this manner and leaving me hanging would only cause me to not recommend you, you accused me of “extortion” (your exact words). Even more- this justification doesn’t even make sense since your sales director promised to resolve my issue after my initial complaint (something he started off doing, but then when I complained again about the lack of communication, I got the “phone call” mentioned).
  

  Yes, I have found another very reputable roofing company that is taking good care of me (for $12,000 less than your quote), but there are no other solar companies around that supply the solar shingles I was offered. You did not resolve the situation. You continued to treat me like crap and kicked me to the curb, I have never reported a company to the BBB before, but I have never been treated like I was with this company. 
  
  Regards,
  ***** ******

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 03/02/2023 I contracted a siding project and paid $2,600 down payment. On 05/16/2023 left a voicemail to Field Supervisor Tim B******* to try and get an idea when I might expect job to start. No response. Left another voicemail 05/18/2023. No response. Called main office and left voicemail to Bethany. She texted me back indicating she had just stepped into a meeting and would call me back. No response. 05/19/2023 called Bethany text number direct and she answered phone. Asked about project and inquired if they were still interested in the job. She said Feazel takes all business seriously and would need to get with team and she would call me back. No response. 05/30/2023 emailed Tim B******* and outlined the above info. I advised that they should not bid on jobs that they don’t want to do. At 8:30 am he phoned me and advised that he was unaware of this and as a field supervisor was not responsible for this however he would look into it and get back to me. No response. I followed up on 06/05/2023 and indicated that if no one is going to help me, I want to terminate the contract and reimburse me the$2,600.

  

  Business response

  06/07/2023

  Good afternoon. We will be having one of our team members reaching out to you very shortly.  Thank you so much.

  

  Business response

  06/14/2023

  We would like to come as early as this Saturday, 6/17 to take care of this.  Would that time work for you? 

  Customer response

  06/18/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ********

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Roof inspection COST ME INCREASE OF $180/Year for the next FIVE years --- after Feazel required me to get a SECOND inspection from my Insurance carrier (**** - whom I trust and love). No one from FEAZEL told me that filing a claim (never dealt with a claim) that my insurance would increase! They owe me the amount of my insurance increase!! Tried to call to explain and I have heard nothing back from them. Go figure. They could make it right by me, by paying my increase and for the next customer, tell them how this could affect their yearly premium! They are nothing but STORM CHASING CROOKS! Beware!!!!

  

  Business response

  05/05/2023

  Thank you for your feedback.  We take the quality of our work very seriously and are working with our team to discuss this further.  One of the team members will be reaching out to you shortly.  Again, thank you.

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Feazel was contacted in June 2022 regarding roof damage, a water leak, and the possibility of replacing the roof. The sales associate has rarely answered or returned phone calls and has rarely followed through with promises to email shingle reports and next steps to schedule a roof installation. When we have called the company directly, management is always "in a meeting" and will "be given a note to call us back ASAP" which they haven't done. The roof unexpectedly leaked with the most recent storm, and my toddler didn't realize it, slipped and bumped his head. It was only then that the company sent a tech out to place a tarp on the roof. We have also been told someone who schedules roof installation would call us within 24-48 hours...and it's been 2 weeks with no communication. This company is extremely unprofessional.

  

  Business response

  04/10/2023

  Thank you for providing your feedback and letting us know about this issue.  We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interactions with us.  Please know that we are working on this and will have a member of our team be reaching out to you soon.  Thank you.

  Customer response

  04/10/2023

  I accept the business's response to resolve this complaint, as we have reached out to other companies for our roofing needs.
  Regards,
  
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩